Major Incident Management Specialist
Peraton · San Antonio, TX, US
About this role
## Major Incident Management Specialist ### Responsibilities - Provide coordinated support for major incident process components, including outage reporting, documentation, training, investigation, and quality control. - Work within the DHA Global Network Operations Center (GNOC) to support rapid troubleshooting for outages impacting Military Treatment Facilities (MTFs) supported by the Defense Health Agency (DHA). - Collaborate with cross-functional teams (Event Management, Problem Management, Incident Management, Service Reporting, DHA Infrastructure & Operations, JOMIS, DHMSM, DISA, DMDC, NIWC, Coast Guard, VA, PMO application owners, and vendors) to restore IT services impacting healthcare delivery. - Use Government-provided ITSM tools (currently ServiceNow), knowledge bases, and ITIL-based processes to coordinate service owners and drive resolution. - Facilitate service restoration: contact service owners, document troubleshooting steps and root causes, create downtime notifications, and interface with GNOC Government Watch Officers. - Accountable for the Major Incident Management Process and alignment to key service partners. - Facilitate and complete actions within the Continual Service Improvement Plan for Major Incident Management. - Ensure end-to-end ownership and accountability for each major incident. - Manage communications for major incidents: define proactive communications plans, review throughout, and ensure conference calls occur when appropriate. - Track a defined timeline during major incident events. - Maintain close links with Problem Management; ensure problems are raised appropriately after major incidents. - Identify workarounds and known errors to support Problem Management. - Partner with Event Management (monitoring) teams to understand event alerts and establish service restoration response. - Promote and educate internal/external resolution teams on the Major Incident Management process and outage reporting steps (e.g., AOT’s). - Support post-incident review input for critical incidents related to outage reporting. - Collaborate with CommCell and GNOB leadership to maintain consistent operational visibility and alignment. - Ensure outage reports, incident details, timelines, and restoration actions are documented clearly and accurately. - Support post-incident review activities by gathering incident data, technical notes, service owner feedback, and RCA inputs. - Maintain current contact information, service catalogs, and critical business service references. ### Skills / Qualifications - Experience managing critical incidents and problem records in a call center environment. - Ability to create and deliver executive summary and after-action reports. - Experience training groups at multiple organizational levels. - Strong interpersonal skills; ability to interface with internal/external customers, vendors, and management. - Excellent verbal and written communication. - Knowledge of ITIL 4/5 and experience with ITSM solutions. - Demonstrated problem coordination and root cause determination. - Ability to understand system/solution architectures to identify Configuration Items (CIs) and impacted services. - Technical familiarity in one or more domains (examples): - Local MTF Networks - Cybersecurity Tools - Network Circuits & VPNs - Active Directory - SaaS/IaaS - End-User Services - CommVault / SCCM - JOMIS/MHS Medical Application Architecture and Support ### Required Qualifications - Bache
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